Russell Ward Email & Phone Number

Hunt Valley, Md

International remote support for Polycom technologies, utilizing knowledge of networking protocols, advanced software configuration, and device functionality.Proven success working in high-volume, 24x7 technical call centers. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.Performed network troubleshooting using packet captures to determine flow of traffic to and from Polycom endpoints. Used screen share services with the customer to configure base line settings, custom features, install activation keys, and firmware updates. Excelled in asking probing questions and researching, analyzing and rectifying problems.Resolved escalated tickets requiring advanced technical knowledge by applying critical thinking to unorthodox situations while maintaining a high level of customer service.Regularly surpassed call-handling goals, closing an average of 30 calls daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of 15 minutes -- well below 25-minute goal.Provided onsite support for executive level meetings for the World Bank in Washington, DC.

Baltimore, Maryland Area

Managed and supported help desk tickets for AD, Windows, Mac OS X and software installs.Received "outstanding" ratings on performance reviews each quarter, with specific concentration in customer service and technical problem-solving.

Hunt Valley, Md

Phone support agent for iBook, Powerbook, MacBook Pro and Apple Wireless router. Partnered with Tier II and Tier III help desk peers based in the US to resolve complex problems that required escalation